Global IT Service Desk Manager

Michael Page International (Canada); Mississauga; On-site; CAD 85,000 - 110,000; Full time

Job summary

A leading global manufacturer is seeking an experienced IT Service Desk Manager in Mississauga. The role involves overseeing a Service Desk team, ensuring technology reliability, and driving performance improvements. Ideal candidates will have extensive IT management experience and a strong understanding of infrastructure and software support.

Benefits

Dental/Vision/Medical benefits

Life Insurance

Health Spending Account

RRSP Matching

3 Weeks Vacation

Qualifications

• 7+ years in IT/Service Desk Management, managing teams in a multi-site environment.
• Experience supporting both onsite and remote users in a global setting.

Responsibilities

• Collect, analyze, and report on Analyst performance metrics.
• Oversee Service Desk team operations, preventing backlog and promoting employee development.
• Define KPIs and success metrics for improved performance.

Skills

IT Management

Team Leadership

Process Improvement

Education

ITIL Certification

Tools

Incident Management Systems

Data Center Technologies

Job description

• Five Days on Site in Mississauga
• Global Manufacturing Company

About Our Client

Leading Global Manufacturer.

Job Description

• Collect, analyze, and report on Analyst performance metrics.
• Provide desktop support for internal users, including networks, end-point management, remote access, telephone, and conferencing.
• Ensure reliability and responsiveness of site-based technology through effective monitoring and timely resolution.
• Oversee Service Desk team operations, preventing backlog and promoting employee development.
• Identify opportunities for process improvements and coach the team.
• Develop and manage escalation procedures.
• Schedule staff for operational and after-hours support.
• Define KPIs and success metrics for improved performance.
• Contribute to departmental strategy and budget planning.

MPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual's status in any group or class otherwise protected under applicable human rights legislation. MPI encourages applications from minorities, women, the disabled and all other qualified applicants

The Successful Applicant

• 7+ years in IT/Service Desk Management, managing teams in a multi-site environment, 4+ years people management.
• Experience with servers, network switches, Wi-Fi infrastructure, mobile devices/MDM, incident management systems, backup/restore, remote tools, data center technologies, and desktop hardware.
• Strong understanding of hardware, infrastructure, software, and applications.
• Experience supporting both onsite and remote users in a global setting.
• ITIL certification.

What's on Offer

• Dental/Vision/Medical benefits
• Life Insurance
• Health Spending Account
• RRSP Matching
• 3 Weeks Vacation